IT Advisor, Contact Centers - Genesys

ia; Quebec; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive benefits package

Telemedicine services

Employee share purchase plan

Discounts on iA products

Job summary

iA is seeking an IT Advisor, Contact Centers, with a focus on Genesys, to partner with business lines and IT teams. You will understand ambitions, challenges, and roadmaps of iA's contact centers and help define needs, identify obstacles, and promote platform capabilities.

In this hybrid role based in Quebec, you will build strategic relationships with Genesys and integration partners, guide license optimization, and monitor industry best practices while driving continuous improvement.

Qualifications

• Minimum 5 years in an advisory role.
• Strong knowledge of Genesys or comparable contact center tech.
• Ability to manage technology roadmaps and map business requirements to solutions.
• Excellent stakeholder management with internal and external partners.
• Advanced French and English proficiency.

Responsibilities

• Understand ambitions, challenges, and roadmaps of iA's contact centers to align business needs with technology.
• Support internal partners in strategic planning, requirements definition, and long-term roadmaps.
• Foster cross-team collaboration and document lessons learned to drive improvement.
• Recommend solutions and promote Genesys capabilities across projects from pre‑to delivery phases.
• Maintain a catalog of demonstrations, costs, benefits, and opportunities for decision making.
• Guide internal clients in license optimization and feature adoption of the contact center platform.
• Monitor industry best practices and promote platform enhancements and related events.
• Build and maintain strategic relationships with Genesys and integration partners.

Skills

Genesys knowledge

Stakeholder management

Roadmap planning

Strategic advisory

Communication skills

Bilingual—French/English

Tools

Vendor evaluations

Job description

Job Description

IT Advisor, Contact Centers - Genesys

Build the future with us

Are you passionate about digital transformation and eager to contribute to the evolution of contact centers in an organization where innovation, collaboration, and customer experience are top priorities?

As an IT Advisor, Contact Centers , you will play a key role as a strategic partner to business lines and IT teams, helping to understand the ambitions, challenges, and roadmaps of iA's contact centers. You will support internal partners in defining their needs, identifying obstacles, recommending appropriate solutions, and promoting the platform's capabilities, particularly Genesys .

What you will accomplish with us

As an IT Advisor , you will be at the heart of our mission. Your main responsibilities will include:

• Understanding the ambitions, challenges, and roadmaps of contact centers to ensure strategic alignment between business needs and technological capabilities.
• Supporting internal partners in strategic planning, obstacle identification, requirements definition, and the development of long-term roadmaps.
• Fostering collaboration across business lines by identifying synergy opportunities, ensuring effective information sharing, and documenting lessons learned to accelerate continuous improvement.
• Recommending solutions tailored to project needs, supporting teams from the pre-project phase through transition to delivery teams, and promoting the capabilities of the Genesys platform.
• Maintaining a catalog of demonstrations, system capabilities, costs, and benefits to support decision-making and identify new opportunities.
• Guiding internal clients in optimizing their licenses and maximizing adoption of the features offered by the contact center platform.
• Monitoring industry best practices, communicating platform enhancements, and promoting relevant conferences, webinars, and events to business lines.
• Identifying platform-related pain points, recommending improvements, and collaborating with vendors to support platform evolution.
• Building and maintaining strategic relationships with Genesys and integration partners, organizing meetings, and participating in vendor evaluations when required.
• Understanding, influencing, and promoting the evolution of the Genesys technology roadmap to ensure alignment with the organization's future needs.

What could accelerate your success in this role

We are looking for someone who:

• Has a minimum of 5 years of experience in an advisory role.
• Has strong knowledge of the Genesys platform or comparable technology environments (Contact Centers).
• Demonstrates a strong understanding of business and technology challenges related to contact centers.
• Is recognized for strong analytical, synthesis, and problem-solving skills.
• Excels at building trusted relationships and guiding partners through strategic discussions.
• Is skilled at simplifying complex technological concepts and influencing decision-making.
• Has experience managing technology roadmaps, analyzing business requirements, and recommending solutions.
• Demonstrates strong stakeholder management skills with both internal and external partners and promotes collaboration across multiple teams.
• Takes a structured approach to documentation, knowledge transfer, and sharing lessons learned.
• Shows a strong interest in technology trends, innovation, and continuous improvement.
• Is motivated by identifying opportunities to create greater value for users and the organization.
• Has an advanced level of French proficiency.
• Has an advanced level of English proficiency, as the incumbent will be required to collaborate with Genesys and various internal and external stakeholders, facilitate meetings, prepare and analyze documentation, and communicate recommendations on a daily basis.

Why you'll enjoy working with us

An environment where learning, professional development, and innovation are part of everyday life.

Access to leading-edge technologies and strategic projects that have a tangible impact on the organization.

A collaborative culture where ideas are valued and teamwork is essential to collective success.

A hybrid work environment that promotes flexibility and work‑life balance.

Competitive benefits

• Flexible group insurance plan;
• Competitive retirement savings plan;
• Employee share purchase plan;
• Vacation program, wellness days, and personal development days;
• Telemedicine services;
• Employee and family assistance program;
• Performance bonus;
• Discounts on iA products;
• And much more!

Location(s) Quebec / 1080, Grande Allee Wes